Mers today play an important role in managing day-to-day business communications with customers. Call centers must be monitored with a comprehensive set of metrics so that businesses can better understand the overall performance of those centers. One key metric for measuring overall call center performance is service level, the percentage of calls answered by a human agent within a specified number of seconds. The table below contains the following data for time, in seconds, to answer 50 incoming calls to a financial services call center. Click the icon to view the data a. Construct a frequency distribution and a percentage distribution. b. Construct a cumulative percentage distribution e. What can you conclude about call center performance if the service level target is set as "80% of calls answered within 20 seconds"? CID a. Construct a frequency distribution and a percentage distribution Construct a frequency distribution. Time (seconds) Frequency 5 9 10 - 14 15 20 19 24 25 - 29 30 34 (Type integers or decimals. Do not round)
Mers today play an important role in managing day-to-day business communications with customers. Call centers must be monitored with a comprehensive set of metrics so that businesses can better understand the overall performance of those centers. One key metric for measuring overall call center performance is service level, the percentage of calls answered by a human agent within a specified number of seconds. The table below contains the following data for time, in seconds, to answer 50 incoming calls to a financial services call center. Click the icon to view the data a. Construct a frequency distribution and a percentage distribution. b. Construct a cumulative percentage distribution e. What can you conclude about call center performance if the service level target is set as "80% of calls answered within 20 seconds"? CID a. Construct a frequency distribution and a percentage distribution Construct a frequency distribution. Time (seconds) Frequency 5 9 10 - 14 15 20 19 24 25 - 29 30 34 (Type integers or decimals. Do not round)
Glencoe Algebra 1, Student Edition, 9780079039897, 0079039898, 2018
18th Edition
ISBN:9780079039897
Author:Carter
Publisher:Carter
Chapter10: Statistics
Section10.2: Representing Data
Problem 22PFA
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Transcribed Image Text:K
Call centers today play an important role in managing day-to-day business communications with customers. Call centers must be monitored with a comprehensive set of metrics so that businesses
can better understand the overall performance of those centers. One key metric for measuring overall call center performance is service level, the percentage of calls answered by a human agent
within a specified number of seconds. The table below contains the following data for time, in seconds, to answer 50 incoming calls to a financial services call center.
Click the icon to view the data
a. Construct a frequency distribution and a percentage distribution.
b. Construct a cumulative percentage distribution.
c. What can you conclude about call center performance if the service level target is set as "80% of calls answered within 20 seconds"?
a. Construct a frequency distribution and a percentage distribution,
Construct a frequency distribution
Time (seconds)
Frequency
5
9
10
15
20
25
14
22283
19
24
29
30
34
(Type integers or decimals. Do not round.)
Transcribed Image Text:y-10-day
tions with customers. Call centers must be n
and the overall performance of those centers. One key metric for measuring overall call center performance is se
umber of seconds. The table below contains the following data for time, in seconds, to answer 50 incoming calls
to view the data.
uency distribution and a percentage distribution.
ulatiy
nclu
enc
cy d
Fr
cim
ore help.
Data table
15
15
19
15
18
17
23
8
20
17
37237FFON
13
17
21
13
17
11
12
11
19
22
18
865
5392447
13
12
14
14
19 7 18 19 25 5 14 14 25 16
17
6
20
11
14
10
15
23
25
23 30
12
0
Print
Done
- X
-
cor
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